Merchant Support Agent

Summary

Join Kafene, a leading point-of-sale financing partner, as a Merchant Support Specialist! You will be crucial in building strong merchant relationships, resolving inquiries, and acting as a gatekeeper for sensitive data. This service-oriented role demands perseverance, a strong work ethic, and understanding of Kafene's products. You'll handle inbound calls, chats, emails, and Slack messages, employing critical thinking and de-escalation techniques. Collaboration with other teams is key to addressing merchant needs and maintaining operational processes. The ideal candidate possesses exceptional customer service skills and bilingual proficiency in English and Spanish.

Requirements

• Must be bilingual in English and Spanish
• 1-3 years prior experience in a remote customer support role
• Exceptional interpersonal skills
• Demonstrated ability to employ critical thinking skills to resolve complex issues and act empathetically in challenging situations
• Strong understanding of core customer service principles and ability to operate with sensitivity, compassion, and integrity
• Ability to communicate effectively in writing in both English and Spanish
• Detail-oriented mindset with the ability to analyze data, identify patterns, and detect anomalies
• Must be able to work weekends and later shifts (i.e. 1 pm - 10 pm ET), however, total working hours will still fall within 40 hours

Responsibilities

• Provide outstanding customer service to merchants by effectively handling inbound calls, chats, emails, and slacks
• Employ a customer-oriented mindset to resolve complex merchant escalations, leveraging critical thinking skills and de-escalation techniques
• Serve as a point of contact for high-level merchant inquiries and issues, demonstrating sensitivity, compassion, and a non-judgmental attitude
• Liaise cross-functionally with Risk Ops, Sales, and other teams across the organization to address and resolve merchant needs
• Maintain merchant operational processes, ensuring efficiency and compliance with industry regulations and company policies
• Assist in the onboarding and training of new merchants, providing guidance on platform usage, company policies, and best practices
• Manage and track HubSpot tickets for merchant agreement issues and merchandise recovery, ensuring accurate documentation, timely follow-up, and effective resolution

Preferred Qualifications

• Familiarity with Hubspot is a plus
• Prior experience in a high-growth or early-stage start-up environment
• Prior experience in FinTech or Lease to Own